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ATT DEFINITY Communications System Generic 3 Instructions Manual
ATT DEFINITY Communications System Generic 3 Instructions Manual
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Call Coverage Issue 3 March 1996 3-317 so the covering user d oes not have to dial either the principal’s or the calling party’s number. The calling party must be an internal caller. The principal receives no indication that the covering user handled the call. Alternatively, if the covering user presses the LWC button, a ‘‘call me’’ message is left for the principal. The principal calls the covering user to get the message. This method is used when an external call is received or when an internal caller wants to leave a message but is not available for a return call. nCoverage Answer Group A Coverage Answer Group can have up to eight members. When a call is redirected to a Coverage Answer Group, all voice terminals in the group ring simultaneously. Anyone in the group can answer the call. A Coverage Answer Group member already handling a group call is rung when another call is redirected to that Coverage Answer Group. If a Coverage Answer Group member is also a member of another Coverage Answer Group, he or she can also receive calls for the other group. A second call directed to a Coverage Answer Group lights a Coverage Incoming Call Identification (ICI) lamp. nCoverage ICI A Coverage ICI button c an be assigned to multiappearance voice terminal users without a display in a Coverage Answer Group. The Coverage ICI status lamp simply identifies a call incoming to that Coverage Answer Group. If a Coverage Answer Group is assigned to more than one Call Coverage p ath, the p ath numb er cannot be identified. Likewise, if a given path is assigned to more than one principal, the individual principals cannot be identified. To provide unique path and principal identification, the System Manager must establish a unique path for each principal and a unique Coverage Answer Group to b e included in the path. A second coverage call takes control of the Coverage ICI lamp and does not return control to the previous call when the second call is released. What Happens When a Call Goes to Coverage When a call meets the redirection criteria of the principal, the call attempts to route to one of up to three p oints in the coverage path, b eginning with point one. If no coverage points are available, the call may revert to the called principal or group. If any point in the path is available, the call either rings the individual voice terminal or member of a group specified for that point or queues on the group. Once a call is ringing or queued at any point in a coverage path, the call never reverts to the called p rincipal or group, or to the previous point. A call remains at a coverage p oint for a time equal to the Don’t Answer Interval for Subsequent Redirection (1 to 99 ringing cycles). At the end of this time, the call attempts to route to any remaining points in the coverage path. If no other point is available to accept the call, the call remains q ueued or continue ringing the current coverage point.
Feature Descriptions 3-318Issue 3 March 1996 VDN in a Call Coverage Path Allowing VDN extensions to b e the last p oint in a Call Coverage p ath p rovides the flexibility of Call Vectoring for access to a covering point. This provides more flexibility when using Call Vectoring and the Call Coverage features which can then be used by AUDIX and Message Server Coverage. The vector assigned to the VDN in the coverage path can be programmed to queue a redirected call to a messaging sp lit for call answer o peration and to allow the caller to leave a message for the called principal. Vector controlled splits are used in coverage paths. The same VDN can also be used to retrieve messages. The vector program may also be varied by time of day or split status to provide different typ es of coverage. When a redirected call covers to a VDN, the caller’s temporary brid ged appearance is removed at the time vector processing starts. VDN override does not apply to calls that are redirected by the Call Coverage feature. When covered or direct calls are connected to AUDIX or messaging split via call vectoring, the original reason for redirection and c alled principal must b e passed to the adjunct over the Switch Communication Interface (SCI) link. Also the VDN number must be entered in the ‘‘Group Extension” field instead of the split extension number. Use of a VDN as a coverage point functions with the Centralized Messaging feature. That is, the Distributed Communications System (DCS) message sent to the remote switch with AUDIX includes the original reason for redirection and called principal. An administration change is required to allow an extension that is assigned as a VDN to be entered as the last point in the coverage path. See DEFI NI TY Communications System Generic 3 Call Vectoring/Expert Agent Selection (EAS) Guide, 585-230-520, and DEFINITY Communications System Generic 3 Version 4 Im plementation, 555-230-655, or D EFI NITY Com munications System Generic 3 V2/ V3 Im p lem ent ati on , 555-230-653, for more information. Typical Call Coverage Arrangements Call Coverage is an extremely flexible feature and allows various combinations of coverage points. To illustrate the usefulness of Call Coverage, three typical coverage arrangements are given below as an example. nExecutive Coverage Provides a principal with call redirection to covering users having a close working relationship with the principal. Because of the status of the principal, personalized answering should be provided. Also, the principal may or may not choose to answer his or her own calls.
Call Coverage Issue 3 March 1996 3-319 A typ ical examp le of this form of coverage is when a principal’s calls are redirected to a secretary. The secretary would be informed of the principal’s daily schedule and other pertinent facts such as the importance of certain calls. The se cretary could provide personalized answering by answering calls with the principal’s name. If the secretary is unavailable to answer the coverage call for the p rincipal, the call redirects to a b ackup answering position. Personalized answering should also be provided at the backup position. nMiddle Manager Coverage Provides a g roup of principals with c all redirection to one or more covering users (such as a secretary). The secretary should have some knowledge of the principal’s daily schedule. A backup answering position should be provided in case the secretary is unavailable. nGeneral User Coverage Provides less-personal coverage for a broader spectrum of users. Covering users typically consist of a group or pooled answering arrangement. With this type of arrangement, coverage calls may be distributed among the members of the answering group. As an example of how to provide a p articular cover arrangement, the following provisions for the Executive Coverage arrangement are g iven. nDetermine if the secretary and backup position have a call disp lay capability. — If so, Coverage Answer Groups are not required. — If not, esta blish a unique Coverage Answer Group for each one without a disp lay. Specify only the applicable extension number. The Coverage Answer Group contains only one memb er. Establish two groups, if required. Note that if the secretary and/or the backup answering position are in a Coverage Answer Group, each receives only one redirected call for the executive at any g iven time. Calls d o ring a Coverage Answer Group member already busy on a call to the group. For frequently called executives, it is desirable that the secretary and possibly the backup answering position have a digital display capability. nEstablish a unique Call Coverage Path for the executive. — If the secretary screens the calls, specify Cover All Calls as the redirection criteria. — If the executive answers calls, specify Active, Busy, Don’t Answer, Active/Don’t Answer, or Busy/Don’t Answer as desired. — Specify the secretary and the backup position [or the Coverage Answer Group(s) containing the secretary’s and backup position’s extension numbers] as the coverage points in the path.
Feature Descriptions 3-320Issue 3 March 1996 nO ptionally, specify a Send All Calls button on the executive’s voice terminal. If someone else answers the executive’s calls, the button is not needed. nSpecify a Send All Calls button and a Consult button on the secretary’s voice terminal. Specify a Coverage ICI button if the se cretary does not have a call display capability. Send All Calls is need e d if the secretary is unavailable for a period of time. Consult is needed to enable private consultation with the executive during an established call. Coverage ICI is needed to identify the c all as a call to the executive rather than a personal call to the secretary. nSpecify a Consult button and a Coverage ICI button on the backup position’s voice terminal for the same reasons these buttons were specified for the secretary. Considerations Call Coverage provides the means to redirect calls to alternate answering positions. The feature is versatile enough to permit suitable alternate answering arrangements for virtually every level of emp loyee. Special functions, such as Send All Calls and Consult, accommodate the day-to-day variations that occur in an employee’s work schedule. Call Coverage was designed on the premise that incoming calls are intended for the called p arty, b ut suitable alternatives must be available if the called party cannot, or does not wish to, answer his or her own calls. The system allows for hundreds of Coverage Answer groups (See Ap pendix A, System Parameters) with u p to eight voice terminals in each group. Incoming tie trunk calls can b e administered as either internal or external and are redirected to Call Coverage accordingly. Interactions The following features interact with the Call Coverage feature. nAdministration Without Hardware Stations administered without hardware translation interact with call coverage feature as if all their call a p pearances are busy. A disassociated station can have call coverage active for the following call coverage groups: ncoverage answer groups nhunt groups nintercom groups npickup groups nTerminating Extension Groups (TEGs)
Call Coverage Issue 3 March 1996 3-321 nAgent Call Handling Cover All Calls should not be assigned to agents with the Automatic Answer option. Any call (ACD or non-ACD), to an extension that has Automatic Answer enabled and has its coverage redirection criteria administered as Cover All Calls, does not go to coverage but to the called extension. Cover All Calls redirection criteria has no effect on an incoming call when a user is in the Auto-In mo de. nAttendant Display and Voice Terminal Display These features provide call identification for the covering user. nAutomatic Callback and Ringback Queuing Callback calls do not redirect to coverage. The caller can activate Automatic Callback when ringing, redirection notification signal, or busy signal is heard. nAutomatic Intercom, Dial Intercom, and Priority Calling Calls using these features are not redirected to c overage unless the c aller presses the Go to Cover button. nBridged Call Appearance Coverage criteria for brid ged call appearances is based entirely on the criteria of the primary extension associated with the bridged call appearance. If a voice terminal user has activate d Send All Calls on its primary extension, incoming calls still ring brid ged call appearances of that extension as long as a Temp orary Bridged Appearance of the call is maintained at the p rimary extension. nCall Forwarding Call Forwarding provides a temporary override of the redirection criteria. Normally, calls forward instead of redirecting to coverage. When a forward ing extension numb er’s redirection criteria are met at the designated (forwarded-to) extension number, the call redirects to the forward ing extension’s coverage path. However, when the forwarded call goes to coverage, a Temporary Bridged Ap pearance remains at the forwarded-to voice terminal until the call is answered and released. If Cover All Calls is part of the coverage redirection criteria and if Call Forwarding is active at a voice terminal, incoming Priority Calling calls forward to the designated extension number. The Redirection Notification Signal applies to both Call Coverage and Call Forwarding. If an extension has both Send All Calls and Call Forward ing activate d, calls to that extension that can immediately be redirected to coverage are redirected. However, other calls, such as priority calls, are forward to the designated extension.
Feature Descriptions 3-322Issue 3 March 1996 Activation of Send All Calls at the forwarded-to extension does not affect calls forwarded to that extension. nCall Pickup Any call redirected to a covering user who is a memb er of a Call Pickup group can be answered by other members of the Call Pickup Group. nCentralized Attendant Service (CAS) If an incoming CAS call is d irected to a hunt group, the call is not redirected to the hunt group’s coverage path. nClass of Restriction (COR) and Controlled Restrictions Users who may normally be restricted from receiving calls can still receive calls directed to them via Call Coverage. nDirect Department Calling (DDC), Uniform Call Distribution (UCD), and Automatic Call Distribution (ACD) If a user has an Auxiliary Work button, and activates or deactivates Send All Calls, the Auxiliary Work function associated with DDC or UCD is activated or deactivated simultaneously. If a user has no Auxiliary Work button, activating or deactivating Send All Calls still makes the user available or unavailable for DDC, UCD, and ACD calls, but Auxiliary Work is not a ctivate d or d eactivated. The Auxiliary Work activate or deactivate c o de and the DDC, UCD, and ACD extension must be dialed to activate the Auxiliary Work function. Activating or d eactivating the Auxiliary Work function does not activate or deactivate Send All Calls. nHold If a covering user puts a call on hold, and the principal picks up on the call, the coverage appearance may or may not be dropped, depending on administration. nInternal Automatic Answer (IAA) If an internal call is redirected to another voice terminal by a Call Coverage redirection criteria, then that call is eligible for IAA at that voice terminal. IAA does not a pply to calls to the original called extension when: — The called voice terminal has ‘‘Do Not Disturb’’ activate d — The called voice terminal has activate d Send All Calls — The called voice terminal has selected Cover All Calls — The c alling voice terminal has selected Go To Cover b efore placing the call Calls directed to a Coverage Answering Group are not elig i ble for IAA.
Call Coverage Issue 3 March 1996 3-323 nLeave Word Caling (LWC) Call Coverage can be used with or without Leave Word Calling (LWC). However, the two features complement each other. When a covering user activates LWC during a coverage call, a message is left for the principal to call the covering user. When a c overing user activates Coverage Callback during a coverage call, a message is left for the principal to call the internal caller. nNight Service — Night Station Service A call routed to the Direct Inward Dialed (DID) Listed Directory Number (LDN) night extension via Night Station Service does not go to coverage, even if the coverage criteria of the DID LDN night extension is met. Calls routed to the attendant via Call Coverage or Call Forwarding do not route to the DID LDN night extension. nTemporary Bridged Appearance Calls redirected to coverage maintain an appearance on the called voice terminal if a call appearance is available to handle the call. The called party can bridge onto the call at any time. The system can be administered to allow a temporary bridged appearance of the call to either remain at or be removed from the covering voice terminal after the principal bridges onto the call. Consult calls use the Temporary Brid ged Appearance maintained on the call. At the conclusion of a consult call, the bridged appearance is no longer maintained. If the principal chooses not to talk with the calling party, the principal cannot bridge onto the call later. If a call has or has had a Temporary Bridged Ap pearance, is conferenced or transferred, and redirects to coverage again, a Temporary Bridged Appearance is not maintained at the conferenced-to or transferred-to extension. nTenant Partitioning The caller and called party must be a ble to access coverage point. The caller is considered to be the “covering” user and the called party is considered to be the “covered” user. Both parties must be able to access the coverage point. nTransfer The Transfer feature interacts with Call Coverage as listed in Table 3-19.
Feature Descriptions 3-324Issue 3 March 1996 NOTE: Transferred DID calls follow the external coverage criteria since they are external calls (trunks). Administration Call Coverage is administered by the System Manager. The following items require administration: nCoverage Paths The same coverage p ath can be used for as many voice terminal users as desired. nCover Answer Groups nDon’t Answer Interval and Coverage Subsequent Redirection No Answer Interval The Don’t Answer Interval specifies the number of ringing cycles heard at the principal’s terminal before the call is redirected to the first coverage point. This interval is recommended to be two rings, b ut can be administered from 1 to 99 rings. All principals with the same coverage path are assigned the same Don’t Answer Interval. The Don’t Answer Interval for Subsequent Re direction specifies the number of rings at a covering terminal before the call attempts to redirect to the next coverage point. This interval is recommended to be two rings, but can be administered from 1 to 99 rings. This interval is administered as a system parameter. Table 3-19. Transfer and Coverage Interactions Source Transfer Initiator Destination Coverage Type ExternalLocal Station Local Station Remote Station Remote Station Attendant AttendantLocal Station Remote Station Local Station Remote Station Local Station Remote StationExternal External Internal Internal External External InternalLocal Station Local Station Remote Station Remote Station Attendant AttendantLocal Station Remote Station Local Station Remote Station Local Station Remote StationInternal Internal Internal Internal External External
Call Coverage Issue 3 March 1996 3-325 nCaller Response Interval This interval can be from 0 to 10 se conds. If 0 is administered, the Caller Resp onse Interval d oes not a p ply. nRedirection Notification Signal This signal is administered on a per-terminal basis. If administered, the signal also applies to forward ed calls. With Call Coverage, the signal indicates to the caller that the call is b eing redirected to coverage because of the Active or Cover All Calls redirection criteria. nFeature A c cess Codes for Activation and Deactivation of Send All Calls nWhether incoming tie trunk calls are treated as internal or external calls nWhether or not a temporary bridged appearance is maintained by the covering user after the p rincipal bridges onto the call. (“ Keep Held SBA at Coverage Point” field on ‘Feature-Related System Parameters Screen’ form.) nButtons on Multi-Ap pearance Voice Terminals, as desired: — Consult — Coverage Callback — Go to Cover — Coverage ICI — Send All Calls Hardware and Software Requirements No a d ditional hardware or software is required.
Feature Descriptions 3-326Issue 3 March 1996 Call Detail Recording (CDR) Feature Availability This feature is available with all Generic 3 releases. NOTE: ‘‘Call Detail Recording (CDR)’’ was previously called ‘‘Station Message Detail Recording (SMDR).’’ Description Records d etailed call information on all incoming and outgoing calls on specified trunk groups and extensions administered for intraswitch recording and sends this information to a CDR outp ut device. The CDR output device provides a detailed printout that can be used by the System Manager to compute call costs, allocate charges, analyze calling patterns, detect unauthorized calls, and keep track of unnecessary calls. For additional information on CDR, see the Call Detail Acquisition & Processing Reference manual, 555-006-202. Call d etail information is provided on trunk groups, loudspeaker paging, and code calling access administered for CDR. CDR provides detailed call information for the following types of calls: NOTE: Some call accounting systems do not support all the call information offered by CDR. See your sales representative for d etails. nOutgoing Calls — Calls originated by a system voice terminal user or attendant going out on a trunk group. nIncoming Calls — Calls incoming on a trunk group and terminating at a system voice terminal or attendant console. nTandem Calls — Calls incoming on a trunk group and outgoing on another trunk group. nIneffective Call Attempt — Calls originated by a system voice terminal user blocked because the user d id not have sufficient calling privileges or because all outgoing trunks were busy. This includes the unavailable incoming or outgoing trunks due to trunk usage allocation for ISDN Call-By-Call Service Selection trunks and incoming calls rejected by the switch due to NSF mismatch. nCalls made using the Loudspeaker Paging Access and Code Calling Access features. nCalls involving an auxiliary trunk. nTemporary Signaling Connections (TSC) involving a trunk.